Role & responsibilities :

- Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.
- Monitor work and attendance in accordance with organizational policies and legal requirements.
- Provide effective coaching to direct reports to ensure consistent high performance.
- Identify performance-related issues, develop improvement plans, and implement corrective actions.
- Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.
- Handle escalated customer calls and provide subject matter expertise.
- Conduct team meetings to communicate updates and encourage feedback.
- Organize team activities and foster engagement.
- Stay updated on internal processes, policies, and procedures.
- Attend required leadership and development training.
- Promote CNX valuesWalk the talk and lead by example.

Preferred candidate profile :

- Associate's degree in a related field with 24 years of relevant experience preferred.




- Prior experience in a voice process (inbound/outbound/customer service/sales).
- Solid understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
- Knowledge of absenteeism, attrition, and workforce management.
- Ability to coach and develop team members to meet performance expectations.
- Strong oral communication and listening skills.
- Ability to lead, multitask, prioritize, and meet deadlines.
- Experience in handling escalations and driving resolution.
- Willingness to work in a flexible schedule.
- Minimum one year of experience as a Team Leader in a voice process.

Education: Graduation

- Upto 7.5 LPA

- Looking for immediate joiners

- 5 days working- 2 days week off

Location:

India Bangalore - Divyashree

Interested, any reference:

Call/WA: Rose ((phone hidden))

Or mail your CV to [email protected]

📌 Team Leader, Operations (Bengaluru)
🏢 Hiresquad
📍 Bengaluru